Sr Customer Success Specialist

Remote or Hybrid
This position can be Remote or Hybrid. Hybrid requires the candidate to be available to work in person in our Atlanta office. We come in 3 days per week, but support flexibility as needed.

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not currently able to sponsor work visas.

High-Fiver Wanted: Senior Customer Success Specialist
Are you the type of person who always goes the extra mile? Are you passionate about your craft and always striving to improve? Do you get so excited when you help a client out of a tricky problem that you high-five the person next to you? If so, you are exactly who we are looking for.

We are seeking a talented and dedicated Senior Customer Success Specialist to join our high-performing team and contribute to the continued growth of our dynamic company.

About AMP (An NCS Company)
AMP is an industry-leading technology company providing innovative solutions to car wash operators across the country. Our products include cutting-edge software solutions such as white-labeled mobile membership apps, administrative portals, and kiosks. These solutions allow our customers to capture and use customer data at a level not seen in the car wash industry before.

AMP is a division of National Carwash Solutions (NCS). NCS has grown to become North America’s largest equipment, service, and cleaning solutions provider in the car wash industry. For over five decades, National Carwash Solutions (NCS) has revolutionized the carwash industry, offering unparalleled quality and innovative technology. NCS offers the most extensive service network and is home to many trusted brands. No matter if customers are new to the industry or are looking to level up a classic site, NCS is the proven partner for operational excellence and sustainable growth.

Our family of brands includes MacNeil, Ryko, Vacutech, PurClean, TSS, Rain-X, ArmorAll, Black Magic, Blue Coral, USA Towel, International Drying Corporation & Shadow.

Here’s What That Entails
Team Leadership

Lead and mentor junior customer success specialists in account management and client-facing roles and responsibilities.

Act as a subject matter expert and go-to resource for complex business problems, guiding less experienced team members in problem-solving and decision-making.

Customer Account Management & Onboarding

Establish a strong working relationship with key customer contacts across enterprise-level accounts

Oversee the team’s review of the company’s current state operations and identify potential issues and risks to the onboarding process

Analysis and preparation of the customer’s current data from other platforms to prepare it for import into the AMP system

Development of onboarding project plans, including hardware order tracking

Meet regularly with the customer throughout the pre-launch phase

Oversee the setup and configuration of the new customer’s AMP platform

Support training key customer resources, such as support, marketing, finance, and IT

Go-live support

Establish and execute a go-live project plan

Once live, monitor performance and expedite issue resolution

Solicit customer feedback and address any issues or gaps

Ongoing account management and consulting

Serve as the key point of contact for the customer and liaison to the rest of the team

Lead/support regular customer touchpoints to track ongoing items and ensure mutual success

Proactively review and analyze customer data to identify examples of good use cases and areas for improvement

Take ownership of the customer’s AMP platform

Monitor customer support requests and own escalations and resolutions

Navigate difficult client situations, including invoice payments, contract enforcement, and delivery/onboarding delays

Notify the customer of new features and recommend how to best leverage them

Manage customer feature requests and other needs outside of tech support

Look for opportunities for case studies, testimonials, referrals, and upsells

Documentation and knowledge management

Continuously evaluate and improve customer-facing documentation and support processes

Test new tools and techniques to help refine internal processes

What We Expect You To Have

Bachelor's degree

5+ years of experience in a similar role

Comfortable analyzing data in Excel and presenting concepts in PowerPoint

Passion for problem-solving

Exceptional logic skills and attention to detail, able to pick up complex topics and develop solutions on the fly

Comfortable presenting your insights internally and externally

Able to make strong connections quickly and instill confidence

Ability to stay focused and organized while managing multiple projects and toolsets

Ability to effectively manage large accounts with 50-100 site locations

Exceptional writing and communication skills

Experience working under pressure and balancing the demands of multiple stakeholders

Comfortable leading training sessions, large meetings, and difficult conversations

Experience leading people and processes related to account management and/or business analysis

Bonus Points And Street Cred For The Following

Consulting background

SQL

Experience working with Power BI or other data visualization tools

An advanced degree or relevant certifications

Why work for us?
We have one of the most supportive and sustainable cultures anywhere. Our team of lifelong learners has a thirst for knowledge and a passion for technology and software. We’re dedicated to building world-class solutions for our customers, and at the same time, place a high value on team rewards and personal career growth. We enjoy working together to solve challenging problems, teaching each other through lunch-and-learns, and celebrating victories (even the small ones) along the way.

Benefits You Deserve

Highly competitive salaries

Potential equity interest in a rapidly growing company

Generous PTO policy and holiday schedule

401(k) plan with company matching

Excellent medical, dental, and vision insurance

But wait, there’s more!

Located at Atlanta Tech Village, the 4th largest tech space in the US

World-class engineering team with an incredible track record

Team-building events, outings, and hackathons

State-of-the-art workspace and hardware

Strong focus on community service and volunteering

Free gym, snacks, and beverages

National Carwash Solutions is a proud equal opportunity employer. We are a drug-free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation, or veteran status.

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